Socket
More roles at SocketTechnical Support Engineer, APAC
Remote role where the employee must remain based in a particular country.
Listed for Australia
From the employer's advert: We're looking for a Technical Support Engineer to join as Socket's dedicated support hire in APAC, based in Australia.
Employer listed it 4 weeks ago · Added 4 weeks ago
Been open since 4 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
Listed for Australia
Work style
Async
Contract
Full-time
Experience
Mid
Category
Customer Support
The employer did not publish a salary, and we have too few comparable roles to estimate one.
What the advert says
Quoted word for word from the employer's advert. Where it says nothing, we say so.
- Working hours
This role works 8am to 5pm within your time zone in Australia , with some overlap with other global time zones.
- Where you can work from
We're looking for a Technical Support Engineer to join as Socket's dedicated support hire in APAC, based in Australia.
- Contract
- Not mentioned in the advert
- Experience asked for
- Not mentioned in the advert
- Pay
Market competitive salary bands
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Australia. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Australia, Remote"
- Job description states: "based in Australia. You"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
Before you apply
Experience: employer states
Written as a nice-to-have
- “Some familiarity with the security or DevSecOps space is a plus.”
- “Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI.”
Questions worth asking: Nomaders interpretation
- The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.
Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.
About the role
About Us
Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers - from Anthropic to xAI, and Figma to Vercel - love Socket (just check out their tweets to see for yourself!)
Founded by Feross Aboukhadijeh , a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $ 125M in funding from top angels, operators, and security leaders.
About the Role
We're looking for a Technical Support Engineer to join as Socket's dedicated support hire in APAC, based in Australia. You'll be the go-to person for developers and security teams across Zendesk, Slack, and Discord, working to resolve the majority of issues independently. Day to day, that looks like troubleshooting technical issues, guiding customers through Socket's products, and building out the docs and resources that reduce repeat questions. You'll jump on video calls with enterprise customers when needed and flag patterns that shape our product roadmap. The runbooks you write, the macros you build, and the patterns you spot will shape how Socket scales support going forward.
This role works 8am to 5pm within your time zone in Australia , with some overlap with other global time zones.
Responsibilities
Own inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently.
Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases.
When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis.
Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders.
Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues.
Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams.
Keep the broader team in the loop with clear, thorough handoffs.
Must be located in Australia
What We're Looking For
2+ years in technical support, support engineering, or TAM at a B2B SaaS company,
Supported developer-facing products with API/integration complexity, or have strong linux system administration and troubleshooting experience.
Comfortable in a terminal and with code. Reading a JSON payload, parsing a stack trace, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script should all feel familiar.
A solid grasp of developer workflows. You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged.
Some familiarity with the security or DevSecOps space is a plus. SCA tools, CVEs, SBOM, supply chain risk. You do not need to be a security researcher, but caring about the problem goes a long way.
Clear, concise written English. Most communication here happens async and in writing, so getting your point across cleanly matters.
A habit of writing things down. When you solve something, your instinct is to document it so the next person does not have to start from scratch.
Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI.
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
- ·Flexible time-off, holidays, and winter shutdown to rest & recharge
- ·Paid parental leave
- ·Remote-first, with quarterly team off-sites
- ·Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.
- ·Move with urgency and focus: We prioritize swift, decisive action.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Socket, mentioning your remote working experience and working hours (Async).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 29d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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